CN1929631B - Method and device for confirming internal users in call center - Google Patents

Abstract

The invention relates to a method and a device for confirming a user in a call center. The invention stores the corresponding relation information between the internal user and the external user of the call center and other information in the call center system by using a storage technology, so that the external user can confirm the internal user information of the call center by inquiring the stored information when initiating a call, thereby avoiding the waste of network resources and the communication charge of the external user, and simultaneously ensuring the benefit of enterprise units due to the improvement of the call completing rate of the internal user of the call center.

Description

Method and device for confirming internal users in call center

technical field

The present invention relates to the field of communication technology, in particular to a method and device for confirming internal users of a call center system

Background technique

At present, due to management and cost considerations, most enterprise units use a call center system to manage and control calls initiated and received by internal users. The call center system provides unified external user access information for enterprise units, and also supports enterprise units to provide a variety of rich customized information on the call center.

The architecture of the call center system is shown in Figure 1. The specific implementation process includes: when an internal user in the call center initiates a call request, the external user information is input into the call center system, and the call center system confirms that the information is an external user of the call center through information analysis. Public Switched Telephone Network (PSTN: Public Switched Telephone Network), Global System for Mobile Communications (GSM: Global System for Mobile communications), communication network based on Code Division Multiple Access (CDMA: Code Division Multiple Access) technology or other communication networks to connect external users , to complete the calling process.

When an external user initiates a call to an internal user of the call center, the external user must first establish a communication connection with the call center system. After the communication connection is established, the call center system usually provides information services and plays a prompt, such as: "Welcome to call xxx company, please enter the internal user information, please dial x to check the information." At this time, if the external user knows the internal user information of the call center, he can directly enter the internal user information, and the call center will transfer the call to the corresponding internal user , if the external user does not know the information of the internal user, they can choose information query, and the information query service will be provided by specialized personnel, and then transferred to the internal user through the call center system to complete the call process.

If an internal user in the call center initiates a call to an external user, but the external user does not respond, or the external user is inconvenient to respond, the communication connection fails. At this time, the information displayed by the external user communication terminal is call center information. After confirming that there is call information, the external user initiates a call according to the call information displayed on the communication terminal of the external user. Usually, the call initiated by the external user is called callback.

At this time, the external user is calling the call center. After the connection is established, the call center system will provide information services to the external user, such as "Please enter the internal user information", or perform operations such as number checking and manual service, depending on The enterprise's call center, but the external user generally does not know the internal user information of the call center, so this call fails.

At present, there is no technical solution to solve the problem that the external user cannot confirm the internal user information of the call center system when calling back.

Contents of the invention

The purpose of the present invention is to provide a method for confirming the internal users of the call center system, thereby making it possible for external users to confirm the internal users of the call center system when initiating a callback call, and improving the connection rate of the internal users of the call center system.

The purpose of the present invention is achieved through the following technical solutions:

The invention provides a method for confirming internal users of a call center, including:

A. The call center establishes the corresponding relationship information between internal users and external users;

B. After the call center determines that the external user initiates the call, it determines the internal user according to the corresponding relationship information, and establishes a communication connection between the determined internal user and the external user; and when the external user changes the communication terminal to call the internal user, The call center prompts the external user to input the information of the original external user called by the internal user of the call center.

Described step A comprises:

When an internal user of the call center fails and/or succeeds in calling an external user, the call center stores corresponding corresponding relationship information.

The correspondence information includes:

The internal user information of the call center, the external user information of the call center, the call occurrence time, and the aging time of the stored information allocated by the call center.

Described step B comprises:

The call center uses the voice interaction method to exchange information with external users, and notifies the external users of the determined internal user information of the call center.

The method also includes:

When the stored information aging time expires, the call center deletes the corresponding relationship information to which the stored information aging time belongs.

The present invention also provides a call center system. The call center system includes an intelligent communication device and a call center. The intelligent communication device includes a storage unit, a corresponding relationship establishment unit and an internal user confirmation unit:

Storage unit: used to store the corresponding relationship information between internal users and external users of the call center;

Correspondence establishment unit: used to establish correspondence information between internal users of the call center and external users, and store the correspondence information in the storage unit in the device;

Internal user confirmation unit: used to confirm the internal user by querying the corresponding relationship information between the internal user of the call center and the external user stored in the storage unit when the external user initiates a call;

The call center is used to establish a communication connection between the determined internal user and the external user after confirming the internal user; and when the external user changes the communication terminal to call the internal user, the call center prompts the external user to input the internal user of the call center. Information about the original external user of the call.

Described intelligent communication device also includes:

Information processing unit: used to analyze the call information received by the call center system, determine the source of the information, and send the information to the corresponding relationship establishment unit or the internal user confirmation unit, and the information includes the internal user information of the call center and/or External user information.

Described intelligent communication device also includes:

Storage information aging time allocation unit: used to allocate an aging time to each storage information in the storage unit;

Deletion unit: configured to delete the storage information to which the storage information aging time belongs after it is determined that the storage information aging time expires.

The internal user confirmation unit in the described intelligent communication device includes:

Interaction unit: used for information interaction with external users, and sends the information obtained after the interaction together with the information sent by the information processing unit to the query unit;

Query unit: used to query the storage unit for the corresponding relationship information between external users and internal users of the call center according to the received information, and send the query results to the call center.

It can be seen from the above-mentioned technical solutions provided by the present invention that the present invention utilizes storage technology to store the corresponding relationship information between internal users and external users in the call center and other information in the call center system, so that when external users initiate a call, they can query The stored information can confirm the internal user information of the call center, thus avoiding the waste of network resources and external user communication fees.

Description of drawings

Fig. 1 is a schematic diagram of a specific implementation process of a call center system in the prior art;

Fig. 2 is a schematic structural diagram of the call center system of the present invention;

FIG. 3 is a schematic diagram of a specific implementation process of the intelligent communication device of the present invention.

Detailed ways

Aiming at the problem that the external user cannot confirm the internal user information of the call center in the process of initiating a callback call, the present invention provides a feasible technical solution to solve this problem.

The core idea of the present invention is: the call center establishes the corresponding relationship information between the internal user and the external user; after the call center determines that the external user initiates a call, it determines the internal user information according to the corresponding relationship information.

In the present invention, when the internal user of the call center initiates failure and/or success to the user in the external communication network domain of the call center, the call center stores the corresponding relationship information between the internal user and the external user in the call center, and the query is ready; when the call center confirms When an external user initiates a call, the call center confirms the internal user of the call center associated with the external user by querying the relevant stored information in the call center according to the external user information, establishes a communication connection, and completes the call.

The call initiated by the external user in the present invention may specifically include: the external user actively initiates the call, the external user initiates a callback call, or other forms of calls initiated by the external user.

The call center of the present invention may specifically include a telephone switchboard system, or other similar systems with the function of a telephone switchboard.

The internal users of the call center in the present invention may specifically include internal users in the switchboard system, or other system internal users with switchboard functions, and the internal user information may specifically include internal user phone numbers or other information.

The external users described in the present invention may specifically include users of any communication terminal in the existing communication network other than the call center system, such as telephone landlines, mobile communication mobile phones, etc., and the external user information may specifically include telephone landlines number, mobile phone number, or other information.

According to the present invention, the corresponding relationship information between the internal users of the call center and the external users established and stored by the call center may specifically include: internal user information of the call center, external user information of the call center, and the time when the internal user of the call center initiates a call to an external user , and the aging time of stored information assigned by the call center. The content of the corresponding relationship information is set by the call center and can be changed as required, and the content of the information is not limited to the information described above.

The call center of the present invention can store multiple pieces of corresponding relationship information. At the same time, in order to avoid storing too much information from occupying a large amount of call center system resources and affecting the normal operation of the call center system, the call center configures a storage information for each piece of storage information. The aging time, and after the aging time of the stored information expires, delete the stored information to which the aging time of the stored information belongs. The aging time can be measured in seconds, minutes, hours, days, months, years, etc., which can be configured by the switchboard system and changed when necessary.

In order to facilitate the understanding of the present invention, the specific implementation of the present invention will be described in detail below in conjunction with the structural diagram of the call center system of the present invention (as shown in Figure 2), specifically including:

Step 1. The internal user of the call center system initiates a call and inputs information, and completes the signaling interaction processing with the call center system;

The information input by the internal user can be internal user information of the call center or external user information of the call center;

Step 2, the call center system confirms the identity of the called user through information analysis;

If the call center confirms that the called user is an internal user of the call center, the call center system initiates a call to the called internal user through the internal LAN;

If the call center confirms that the called user is an external user of the call center, the call center system initiates a call to the called external user through the external communication network;

Step 3, when the call center detects the response information of the called internal or external user, stop sending the ringback tone to the internal user of the call center, and connect the call path between the calling party and the called party;

When the call center communicates with the internal user and the internal user, the call center stores the call information, including calling and called internal user information, call time, and the aging time of the stored information, and the call center stores the statistics within a period of time Call information, so that the call center can manage and control internal users; or the call center does not store any information about the call process.

When the call center communicates with the internal user and the external user, the call center stores the corresponding relationship information between the internal user of the call center and the external user. The corresponding relationship information includes the internal user information of the call center and the external user information of the call center. Occurrence time, and aging time of stored information.

Step 4, when the call fails, the call center stores the information;

When the call center does not detect the response information of the called internal user, since the information displayed on the communication terminal of the called internal user is the information of the calling internal user, the called internal user can determine the information of the calling internal user when dialing back, so the call When the center system does not store the information of this call, it will not affect the call back of internal users; or the call center stores the call information, and the call center will count the stored call information within a period of time, so that the call center can manage and manage internal users. control.

When the call center does not detect the response information of the called external user, the call center will store the corresponding relationship information of the call, including the call center internal user information, the call center external user information, call time, and the aging time of the stored information. At this time, the communication terminal of the external user will display the call center information;

Step 5. After determining that the external user initiates the call, the call center determines the internal user information according to the corresponding relationship information;

When an external user initiates a call, the call center will query the stored information related to the external user after confirming that the external user initiates the call. At this time, two situations may occur: the call center queries the information related to the external user or The call center did not query the information related to the external user. The following will describe the follow-up operations of the call center in detail in the two cases:

1) The call center queries information related to external users

At this time, the call center and the external user use an interactive voice (IVR) method to exchange information, and the external user is prompted to select the function service provided by the call center.

The functional services provided by the call center can specifically be operated by, but not limited to, adopting any one or more of the following processing methods:

1. Please enter internal user information;

At this time, if the external user clearly knows the internal user information of the call center, then input the internal user information of the call center, the call center will transfer to the designated internal user, and establish a communication connection; if the external user does not know the internal user information of the call center, the external user Other services can be selected.

2. To query information, please press a key;

At this time, the call center transfers the call initiated by the external user to a specific person, and the specific person interacts with the information of the external user according to the information displayed by the call center, and the information displayed by the call center may include but not limited to any of the following or Multiple messages:

(1) The internal user information of the external user who called the external user last time;

(2) Information of one or more internal users who called the external user in the most recent period;

(3) Information about the internal user who called the external user most recently;

The period of time can be configured by the call center, such as within a certain minute or within a certain hour.

The selection information mentioned above can be arbitrarily configured and changed by the call center according to needs, and there can be more selection information, which can be freely set by the call center user.

3. Please select internal user information related to you;

If the external user chooses this service, the call center voice prompt function service can be operated by, but not limited to, any one or more of the following processing methods:

(1) Do you choose the internal user who made the last call

The call center prompts the external user the information of the internal user who called the external user last time, and prompts the external user to choose to accept or not, such as "press 1 to accept, press 2 to not accept", if the external user chooses to accept , the call center will transfer the internal user to establish a communication connection. If the external user chooses not to accept, the call center will return to the previous interactive interface.

(2) Do you choose one or more internal users who initiated calls in the recent period

The call center prompts the external user with the information of one or more internal users who have called the external user in the recent period, and prompts the external user to choose to accept or not, such as "press 1 to accept, press 2 to choose not to accept" , if the external user chooses to accept, the call center will voice prompt the external user to input internal user information, the external user selects one or more internal user information according to the call center prompt to enter the call center, and the call center transfers the internal user, and establishes Communication connection, if the external user chooses not to accept, the call center will return to the previous interactive interface. The period of time mentioned can be configured by the call center, such as within a certain minute or within a certain hour. .

(3) Do you choose the internal user who made the most calls in the most recent period

The call center voice prompts the external user the information of the internal user who has initiated the most calls to the external user in the recent period, and prompts the external user to choose to accept or not, such as "press the 1 button to accept, press the 2 button to choose not to accept", if If the external user chooses to accept, the call center will transfer the internal user to establish a communication connection. If the external user chooses not to accept, the call center will return to the previous interactive interface. The period of time can be configured by the call center, for example, within a certain minute, within a certain hour.

The selection information mentioned above can be arbitrarily configured and changed by the call center according to needs, and there can be more selection information, which can be freely set by the call center user.

2) The call center does not find information related to external users

At this time, the call center and the external user use an interactive voice (IVR) method to exchange information, and the external user is prompted to select the function service provided by the call center.

The functional services provided by the call center can specifically be operated by, but not limited to, adopting any one or more of the following processing methods:

1. Please enter internal user information;

At this time, if the external user clearly knows the internal user information of the call center, he will input the internal user information of the call center, and the call center will transfer to the designated internal user to establish a communication connection. If the external user does not know the internal user information of the call center, the external user Other services can be selected.

2. To query information, please press a key;

At this time, the call center transfers the call initiated by the external user to a specific person, and the specific person determines the internal user based on the interaction with the information of the external user.

3. If you change the communication terminal to call back, please press a key;

When the external user accepts this service, the call center will voice prompt the external user to input the original called external user information.

If after the external user inputs the original called external user information, the call center inquires that there is relevant information in the stored information, then the call center switches to the operation interface of "the call center inquires information related to the external user", and the external user continues Interact information with the call center to determine the internal user information of the call center.

If the call center does not find any relevant information in the stored information after the external user inputs the original called external user information, the external user will be prompted with the result of the query, and then the external user will be prompted to return to the previous operation interface or automatically return to the previous operation interface.

The selection information mentioned above can be arbitrarily configured and changed by the call center according to needs, and there can be more selection information, which can be freely set by the call center user.

The present invention also provides an intelligent communication device, which is characterized in that the device is set in the call center system, or is set outside the call center and connected with the call center, and is used to control other devices inside the call center system, including:

(1) Information processing unit: used to analyze the call information received by the call center system, determine the source of the information, and send the information to the corresponding relationship establishment unit or the internal user confirmation unit, and the information includes the internal user information of the call center and/or external user information.

(2) Storage information aging time allocation unit: used to assign an aging time to each piece of storage information in the storage unit;

(3) Storage unit: used to store the corresponding relationship information between internal users and external users of the call center;

The corresponding relationship information includes: call center internal user information, call center external user information, call occurrence time, and stored information aging time, and the content of the corresponding relationship information is set by the call center and can be changed as needed , and the information content described is not limited to the information described above.

(4) Correspondence establishment unit: used for establishing the correspondence information between the call center internal user information and external user information contained in the information sent by the information analysis unit, and sending the correspondence information and the information analysis unit The information is stored together as storage information in the storage unit in the device.

(5) Internal user confirmation unit: used to confirm the internal user by querying the corresponding relationship information between the internal user and the external user stored in the storage unit when the external user initiates a call.

The internal user confirmation unit includes:

Interaction unit: used for information interaction with external users, and sends the information obtained after the interaction together with the information sent by the information processing unit to the query unit;

Query unit: used to query the storage unit for the corresponding relationship information between external users and internal users of the call center according to the received information, and send the query results to the call center so that the call center can establish a call connection.

(6) Deleting unit: used to delete the stored information to which the stored information's aged time belongs after it is determined that the stored information's aged time has expired.

The above is only a preferred embodiment of the present invention, but the scope of protection of the present invention is not limited thereto. Any person skilled in the art within the technical scope disclosed in the present invention can easily think of changes or Replacement should be covered within the protection scope of the present invention. Therefore, the protection scope of the present invention should be determined by the protection scope of the claims.

Claims (8)

1. a method of confirming call center's internal user is characterized in that, comprising:

A, call center set up internal user and external user correspondence relationship information; Said correspondence relationship information comprises: call center's internal user information; Call center's external user information is called out time of origin, and the stored information ageing time of being responsible for distributing by the call center;

B, call center confirm internal user according to described correspondence relationship information after definite external user makes a call, set up said definite internal user and be connected with the communication of said external user; And when external user change communication terminal calling internal user, the former external user information of call center prompts external user incoming call central interior customer call.

2. method according to claim 1 is characterized in that, described steps A comprises:

When call center internal user call outside user failure and/or success, the call center preserves corresponding correspondence relationship information.

3. method according to claim 1 is characterized in that, described step B comprises:

The call center adopts interactive voice mode and external user to carry out information interaction, and with call center's internal user information notice external user of confirming.

4. method according to claim 1 is characterized in that, described method also comprises:

Overtime when described stored information ageing time, the correspondence relationship information under this stored information ageing time is deleted by the call center.

5. a call center system is characterized in that, said call center system comprises intelligent communications device and call center, and said intelligent communications device comprises that memory cell, corresponding relation set up unit and internal user confirmation unit:

Memory cell: the correspondence relationship information that is used for stored calls central interior user and external user; Said correspondence relationship information comprises: call center's internal user information; Call center's external user information is called out time of origin, and the stored information ageing time of being responsible for distributing by the call center;

Corresponding relation is set up the unit: be used to set up the correspondence relationship information between call center's internal user and the external user, and correspondence relationship information is stored in the memory cell in the device;

The internal user confirmation unit: when being used for that externally the user makes a call, through call center's internal user and the external user correspondence relationship information of inquiry memory cell storage, the affirmation internal user;

Said call center is used for after confirming internal user, setting up said definite internal user and being connected with the communication of said external user; And when external user change communication terminal calling internal user, the former external user information of call center prompts external user incoming call central interior customer call.

6. call center system according to claim 5 is characterized in that, said intelligent communications device also comprises:

Information process unit: be used to analyze the call information that call center system receives; Judge the source of said information; And information is sent to corresponding relation set up unit or internal user confirmation unit, said information comprises call center's internal user information and/or external user information.

7. call center system according to claim 5 is characterized in that, said intelligent communications device also comprises:

Stored information ageing time allocation units: be used for distributing an ageing time to each stored information in the memory cell;

Delete cells: be used for after definite stored information ageing time is overtime, delete the affiliated stored information of this stored information ageing time.

8. call center system according to claim 5 is characterized in that, the internal user confirmation unit in the said intelligent communications device comprises:

Interactive unit: be used for carrying out information interaction, and the information that obtains after mutual is sent to query unit with the information that information process unit sends with external user;

Query unit: be used for according to the correspondence relationship information of the information that receives, and Query Result is sent to the call center to storage unit query external user and call center's internal user.

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